Achieving Excellence in Customer Service Course

Customer satisfaction is central to the success of any business. This is to a large extent hinges on the quality of the products/services and the way and manner in which they are delivered to the customer.

Course Objectives       

At the end of this course, participants would be able to delight customers, efficiently manage them through strong interpersonal skills and effective service delivery.

Course Contents:

• Module I: Building Relationship with Customers: An Overview     
• Module II: Customer Service Cycle
• Module III: Understanding Excellent Customer Service Delivery Environments
• Module IV: Transactional Analysis for Exceptional Customer Service
• Module V:   Critical Skills for Excellent Service Delivery
• Module VI: A Win-win Approach to Handling Customers Complaints and Objections
• Module VII:  Developing Interpersonal Skills
• Module VIII:  Building Effective Customer Relationships
• Module IX:  Motivating Customers and Managing their Attitudes
• Module X: Recognising Customer’s Needs, How to meet the needs and Customer Care
• Module XI: How Best to Handle a Difficult Customers
• Module XII:  Customers Retention Strategies: How to make them come again

Target Participant                                           

This course is ideal for customer Service Managers/ Officers, Frontline Managers/ Officers, Public/ Customer Relations Manager/Officers, Sales/Marketing Managers and Officers.